WHAT DOES THIS LOOK LIKE? A global financial company embraced a flexible, hybrid working style for its global workforce. MS Teams and the wider Office 365 suite quickly became the most used application across both web and desktop applications. Unfortunately, MS Teams and OneDrive became the biggest source of incidents and, ultimately, IT tickets. The result? Unbeknownst to IT, employees dreaded using MS Teams as crashes and call quality drops became commonplace. The Service Desk team struggled to keep up with collaboration-related tickets, and Dropbox quickly became the de- facto non-compliant alternative due to employee frustrations with OneDrive. Had the company invested its resources in a platform that provided experience-level visibility, they would have noticed that emplo

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